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Managed Services

Faye – Additional Terms: Managed Services

These Additional Terms supplement the Faye Master Subscription Agreement (found here: https://fayedigital.com/terms/msa/ or otherwise executed by the parties) (the “FMSA”) and apply to specific aspects of the Products and Services as described herein. Capitalized terms used and not defined herein have the meanings given to them in the FMSA. Notwithstanding anything to the contrary in Your agreement with Us, Faye reserves the right, at its sole discretion, to update the Additional Terms detailed below as needed to accommodate development of new features and functionality. All items specified in this document are also subject to the terms and conditions found here: https://fayedigital.com/terms/faye-products/

  1. Definitions:
  2. Axia Subscriptions:
    • Hours Included
      1. Any hours specified in the Ordering Documents expire at the end of the subscription term. Any hours specified as ‘up-to X per month/quarter/year’ expire at the end of each month/quarter/year. In no circumstances do hours roll-over beyond the specified month/quarter/year or term.
      2. Any pro-rated subscription term will result in a reduction in ‘up-to X per month/quarter/year’ based on this pro-ration.
      3. If hours are not specified on the related Ordering Document, then the standard number of hours included are listed under the associated Product Feature Grid set forth below.
    • Service Level Agreements
      1. Axia Subscriptions are governed by the SLA levels defined in the Axia Product Feature Grid below.
      2. All work performed under the Service Level Agreement utilizes Hours Included and is considered a billable activity.
      3. All work performed on any software or product provided pursuant to an Axia Subscription utilizes Hours Included and is considered a billable activity.
      4. Notwithstanding the foregoing, any work provided by Faye to resolve a Defect (as defined below) shall not be credited against Hours Included.
    • Billing Rate Discounts
      1. Any Billing Rate Discount specified in the product is a discount % off the then current list price billing rate for Faye Services.
    • Assigned Resources
      1. Faye will make a best effort to provide the same resources on-going to work on company requests. In the event a resource is not available, Faye reserves the right to substitute with another resource at its discretion.
    • Requests
      1. Faye reserves the right to determine whether a service request is within the scope of the applicable  Axia Subscription.
      2. Faye has absolute discretion on whether a Request is Billable under an Axia Subscription or not.
    • Unlimited Requests
      1. Company can make an unlimited quantity of requests. Each request is put into a queue and the requests are worked on First In, First Out (FIFO). Only one request is worked on at a time. Faye reserves the right to reject a request as falling outside the scope tasks and service types that are acceptable
  3. Axia Bundle Add-Ons:
    • Axia T&M Prepaid Products
      1. Axia T&M Prepaid Products are sold under the following naming structure “Axia T&M Prepaid Products – X” where X indicates the maximum number of hours that come with the product.
      2. Unused hours expire at the end of the subscription term
      3. Axia T&M Prepaid Products are Services governed by the FMSA.
  4. Axia Essential Product Feature Grid
    1. The following product feature grids apply to the Axia Essential Edition.
    Feature Essential
    Axia Tools
    Axia Portal
    Dedicated Axia Product Expert
    Axia Essential System Review X
    6 Month Axia Business Review
    9 Month Axia Business Reviews
    Monthly Insight Emails X
    Dedicated Account Manager X
    Dedicated Consultant
    Axia Academy
    Supper via Email X
    Tray for Axia
    GPT Chat Assist
    Bi-Monthly Axia Webinars
  5. Axia Success Series Product Feature Grid
    • The following product feature grids apply to all Axia Success Series Editions
      • When any subscription term:
        Feature Basic Bronze Copper Silver
        Axia Tools X X X
        Axia Portal X X X X
        Dedicated Axia Product Expert X X X X
        6 Month Axia Business Review X
        9 Month Axia Business Reviews X X X X
        Monthly Insight Emails X X X X
        Dedicated Account Manager X X X X
        Dedicated Consultant X
        Axia Academy X X X X
        Support via Phone and Email X X X X
        Tray for Axia X X X
        GPT Chat Assist X X X
        Bi-Monthly Axia Webinars X X X X
        Service Level (SLA) Best Effort Best Effort Priority High Priority
      • When monthly subscription term:
        Feature Basic Bronze Copper Silver
        Hours N/A N/A N/A Up to 10 / month
      • When annual or quarterly subscription term:
        Feature Basic Bronze Copper Silver
        Hours Up to 3 / quarter Up to 6 / quarter Up to 15 / quarter Up to 30 / quarter
  6. Axia Premier Series Product Feature Grid
    • The following product feature grids apply to all Axia Premier Series Editions
      • When any subscription term:
        Feature  Gold  Platinum  Diamond 
        Dedicated Axia Product Expert  X  X  X 
        Dedicated Consultant  X  X  X 
        Dedicated Account Manager  X  X  X 
        6-month Business Review  X  X  X 
        9-month Business Review  X  X  X 
        Monthly Insight Emails  X  X  X 
        Axia Tools  X  X  X 
        Tray for Axia  X  X  X 
        GPT Chat Assist  X  X  X 
        Axia Portal  X  X  X 
        Axia Academy  X  X  X 
        Support via Phone and Email  X  X  X 
        Bi-Monthly Axia Webinars  X  X  X 
        Service Level (SLA)  Premium+  Premium++  Premium++ 
      • When monthly subscription term:
        Feature Gold Platinum Diamond
        Hours Up to 20/Month Up to 30/month Up to 50/month
      • When annual or quarterly subscription term:
        Feature Gold Platinum Diamond
        Hours Up to 60/ quarter Up to 90 / quarter Up to 150 / quarter
  7. Axia Infiniti Product Feature Grid
    • The following product feature grids apply to the Axia Infiniti Edition
      Feature Infiniti & Infiniti Admin Infiniti Premier
      Dedicated Axia Product Expert X X
      Dedicated Account Manager X X
      Dedicated Consultant X X
      6-month Business Review X X
      9-month Business Review X X
      Monthly Insight Emails X X
      Axia Tools X X
      Tray for Axia X X
      GPT Chat Assist X X
      Axia Portal X X
      Axia Academy X X
      Support via Phone and Email X X
      Bi-Monthly Axia Webinars X X
      Unlimited Requests X X
      Service Level (SLA) Premium+ Premium++